Dexsport – Ignored Urgent Self-Exclusion, 1,750 USDC Lost

[homefred101]

On March 1, I felt myself starting to lose control of my gambling conduct and contacted Dexsport live chat immediately.

I clearly stated:

I am a problem gambler

I need immediate permanent self-exclusion

The same agent acknowledged it and said it would be processed “as quickly as possible”.

I repeated the request due to urgency + two emails regarding my concern were sent to their team.

My betting access remained active for 3+ hours.
During that time, I re-deposited and lost 1,750 USDC.

On my third chat, the same agent said “checking” and within minutes my account was closed when the overall daily balance turned negative.

If the account could be closed within minutes, why was betting access left active after I explicitly disclosed my gambling addiction and requested urgent self-exclusion twice via live chat, both times confirmed by the same agent?

Not a gameplay dispute but a serious responsible gambling handling issue which simply proves a breach of care instead of protecting vulnerable players !!!
Hands off guys from such fraudsters !

https://ibb.co/1fnftPhv
https://ibb.co/VY5w1c3m
https://ibb.co/cPSyg4g
https://ibb.co/jP5YzxLF

ah forgot to say !
the #1 Web3 betting platform, supposedly offering the “best experience,” and yet no features to help control gambling, plus an agent perfectly positioned to turn vulnerability into extra losses ! a unique casino model to say !

[Welsh]

I have no idea if they're a registered / licensed gambling site, but if they are. They generally require self exclusion features which you can prevent yourself betting for x amount of time or put deposit limits on. In the UK at least via the gambling commission they would be required. They would also generally need to close an account within a reasonable time if requested due to problematic betting. I don't there's any hard rules here though, but I think reasonable would probably fall within the maximum time they allow to be set for self exclusion.

But, getting a refund would be difficult, and that's with the protection of the gambling commission. Although, this is definitely a report-able offense if they're indeed a licensed gambling site.

But, then again I don't know much about Dexsport and where they are registered and whether they are even licensed, which if they are not, depending on where they originate is a crime itself.

[homefred101]

The problem Welsh here, is that they are offering zero features on their website that are user-friendly in the profile section, which could have prevented such a situation. By addressing the matter and the urgency of the self-exclusion, they left my betting ability enabled and simply didn’t care at all, which caused further harm and loss to me. I think it’s absolutely against fair and safe responsible gambling practices! For this reason, I’m spreading this information here to other players so they don’t fall into their trap and get exploited too.

[Easteregg69]

What if you won and they reminded you of the self exclusion wish?

Either you play or you don't.

Tell you man. Some still believe in the infinite money glitch.

It's like hold my money and be my nanny for free. Now you can brag about how clever that lesson made you.

[homefred101]

You’re missing the point completely !

This is no more about winning or losing.
It’s about a player explicitly disclosing a gambling addiction and requesting immediate self-exclusion.
Responsible gambling tools exist precisely because problem gamblers cannot simply “either play or don’t.” If it were that simple, self-exclusion systems wouldn’t exist in the first place.
When someone says, “I’m losing control, permanently close my account immediately,” the duty shifts to the operator to restrict access —not to leave betting enabled during a processing window.

And just in this case i'm not asking anyone to “hold my money” or be a nanny.

I'm just asking a licensed operator to apply the protection mechanism that are standard and safe to the norms

And that's the big difference!

[Coyster]

Since this is not a case of this platform witholding your funds or an outright scam, i am not so sure this is the right section for this thread, neither am i sure what the appropriate board is. I'd let the moderators decide.

That said, you do have a case, some users (one already in this thread) may say you also have a responsibility or what if you had won, etc, while they do have a point, i think that would suffice in a separate discussion. In this case, it is about a casino acting on an important request such as self-exclusion, and i agree that they should have taken action a whole lot sooner.

Any idea where this casino got their license? And do you have any intention to pursue a case against them? I see they are advertised as a "decentralized" casino, even though i don't believe any casino is truly decentralized in the real sense of the word.

[homefred101]

You’re absolutely right !
This isn’t about withheld funds or a scam. It’s specifically about how a self-exclusion request was handled after I explicitly disclosed being a problem gambler and losing control and this to warn further players to not fall into their traps and get exploited.
That’s the main reason why I raised the thread here at bitcointalk.
The protection mechanism wasn’t applied immediately despite the urgency and this could repeatedly occur to other vulnerable persons here who could come accross this betting platform.
They operate under an Anjouan license, issued in the Union of the Comoros.
At this time i'm exposing their shaddy practices and will escalate the matter to their licenseholder although I've heard that there is slim chances to get a positive outcome since it's a crappy jurisdiction that doesn't impose laws on operator. A player once got his complaint rejected because the operator didn't provide evidence to the anjouan gaming board.
And I agree with you regarding “decentralized.” Regardless of branding, there is clearly a centralized support team capable of closing accounts within minutes which makes the delay even more relevant.

[Rikafip]

Hands off guys from such fraudsters

Based on what happened I wouldn't exactly call them fraudsters, but more maybe a gambling site with a poor customer service, which is basically a standard on the crypto gambling/betting market.

Any, I didn't know that they are still alive and kicking as I remember them from their ICO days (iirc 2021) when they advertises as a "first decentralized betting site" or something along those lines.

[goldkingcoiner]

Hands off guys from such fraudsters

Based on what happened I wouldn't exactly call them fraudsters, but more maybe a gambling site with a poor customer service, which is basically a standard on the crypto gambling/betting market.

Any, I didn't know that they are still alive and kicking as I remember them from their ICO days (iirc 2021) when they advertises as a "first decentralized betting site" or something along those lines.

I will never understand why people choose to play on some obscure gambling casino when there are bigger and far more trustworthy ones with exactly the same or similar games.

Maybe some people just enjoy taking the risk of going all-in on whether or not a smaller/newer casino will turn out to be a scam. But the confusing thing here is: What is the reward if you win the bet? Nothing. And yet people still play this game of trusting strange/unprofessional casinos.

[Rikafip]

I will never understand why people choose to play on some obscure gambling casino when there are bigger and far more trustworthy ones with exactly the same or similar games.

Yep, me neither, and same goes for people using dodgy centralized exchanges and then they come here complaining.

Thinking of it, one reason that crossed my mind is that maybe OP already excluded himself from bunch of other bigger and more reputable casinos, so all he has left now are Dexsport and similar ones.

[Coyster]

That’s the main reason why I raised the thread here at bitcointalk.
The protection mechanism wasn’t applied immediately despite the urgency and this could repeatedly occur to other vulnerable persons here who could come accross this betting platform.

Okay, got it. The casino is not so popular here and many users select gambling sites from the numerous ones that advertise in this forum. That said, not bad to have this post though, it could help another problem-gambler.

I will never understand why people choose to play on some obscure gambling casino when there are bigger and far more trustworthy ones with exactly the same or similar games.

Well, this casino has not proven to be untrustworthy in that sense, they did delay to self-exclude a player, which is a bad practice, but this is not a scam accusation against them. Even the numerous so-called bigger platforms have tons of scam accusation threads against them in this section, with players crying out to get their money back.